IT Support Specialist

The IT Support Specialist provides first-level technical support for employees, workstations, mobile devices, printers, productivity applications, conference room technology, and related IT services. This role responds to support requests, troubleshoots common hardware, software, connectivity, and account access issues, and helps ensure employees can use technology effectively across all office locations.

Essential Functions

• Provide first-level technical support to employees in person, by phone, through the ticketing system, and using remote support tools.
• Provide installation, configuration, maintenance, troubleshooting, and support for Windows and Mac computers, mobile devices, printers, peripherals, conference room technology, software applications, network connectivity, account access, and related hardware.
• Document incidents, service requests, troubleshooting steps, resolutions, and follow-up actions accurately in the support system.
• Perform standard software installation, updates, application support, and basic Microsoft 365 productivity application troubleshooting.
• Assist with employee onboarding, offboarding, workstation setup, equipment deployment, and access request coordination.
• Escalate complex or recurring issues to appropriate IT team members and assist with follow-up until resolution.
• Coordinate with hardware, software, and service vendors as directed to support issue resolution and warranty/service requests.
• Support video conferencing, meeting room technology, collaboration tools, and remote meeting setup needs.
• Maintain confidentiality and follow security practices when working with user data, credentials, devices, and company systems.
• Assist with endpoint inventory, asset tracking, hardware lifecycle tasks, and basic disaster recovery support activities.
• Serve as a helpful technology resource for employees and contribute to a positive internal customer service experience.
• Travel to other office locations as needed.
• Stay current on supported hardware, software, collaboration tools, security practices, and support procedures.
• Perform other duties as directed.